LG Best Care: Efforts to provide comprehensive care and perfect user experience
(Dan Tri) - From remote support, after-hours service to companionship in natural disaster areas, LG Best Care's journey is marked by specific numbers. Behind each milestone is an effort to reduce inconvenience, helping users quickly return to their familiar routine.
LG Best Care - LG's genuine customer care service - is currently deployed nationwide with a team of operators, technicians and a network of more than 100 warranty centers.
From remote support, in-home services designed according to customers' schedules to community support programs after natural disasters, that journey is expressed through specific numbers.
Resolve problems right during the call, saving users time
Many users still imagine that the customer care switchboard mainly receives information and then transfers requests to the technical department.
However, at LG, technicians are only dispatched when the problem cannot be handled remotely. Of about 1,000 calls per day, nearly 50% are related to consulting, explanation or user manual needs; Many cases are resolved in the first discussion.
According to Ms. Pham Minh Hien, in charge of LG Customer Care Call Center, operators are trained to determine the cause and guide customers in handling it, instead of just recording information.
"Based on the customer's description and remote testing tools, the operator can guide each operation or assist in adjusting device settings when approved by the customer," Ms. Hien shared.
With television, employees can connect via the remote TV system (remote control) to check and adjust image and sound settings. With washing machines or refrigerators, the visual support system helps the operator observe the product and provide step-by-step instructions.
Thanks to that, situations such as the display mode being accidentally changed, the washing program not being suitable, or using incorrect detergent or softener can be handled without having to wait for a technician to come to your home.
According to LG's internal estimates, remote support has saved users nearly 1 million hours of waiting time in 5 years. For cases requiring direct inspection, a network of more than 100 warranty centers is the foundation for LG to coordinate technicians and serve customers in many localities.
Bringing thousands of families back to their daily routine
Each family has different schedules and ability to arrange time. From that practical need, LG develops services with flexible time frames and support methods, helping customers proactively choose the right time.
In particular, the Evening Care service is deployed within the time frame of 5:00 p.m. to 9:00 p.m., allowing customers to make appointments after work hours.
According to Ms. Do Thien Trang, working at LG Warranty Network Department, the service currently records about 500 cases per month. After four years of implementation, Evening Care has supported more than 25,000 customers. This figure shows that a seemingly small change in service time can solve a fairly common inconvenience in urban life.
Besides the overtime problem, the undefined waiting period also significantly affects the experience. Ontime Care was developed for customers to proactively choose repair or maintenance times that suit their personal schedules without having to pay additional appointment costs.
The service is currently available in more than 22 provinces and cities. About 90% of technicians show up on time from the first appointment, helping users know clearly when to be home instead of having to spend the whole day just waiting for a call.
Another need that is often overlooked is taking care of equipment before problems appear. With Bright Care, intensive cleaning and maintenance procedures are individually designed. The service uses specialized equipment imported from Korea to handle parts of users that are difficult to reach on their own.
7 years accompanying families in natural disaster areas
LG's care activities are not limited to individual device failures, but also extend to natural disaster situations, when the whole community's life is turned upside down. Over the past 7 years, LG has implemented support programs in 33 provinces and cities, dispatching technical teams to affected areas to inspect, clean, repair and replace genuine parts for flooded devices.
LG set up field washing and drying stations, processing about 200-300 blankets per day. "There are peak periods when people wash overnight to return clean blankets to relatives," Ms. Pham Thien Trang, a program participant, shared.
To date, the activities have mobilized more than 140 technicians, with nearly 30,000 hours of emergency support, contributing to helping people quickly restore essential activities after natural disasters.
From an answered call, a properly arranged appointment to support trips to flood areas, each number starts from a specific need. That is also how LG Best Care takes care of the "less than full minutes", reducing interruptions so that users can spend more on the important things in life.